Customer Support Officer

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Description:
Overview of role:
We’re looking for a friendly, proactive Customer Support Officer who thrives in a fast-paced environment and is passionate about delivering excellent service.

This frontline role is part of the Customer Support team and reports to the Contact Centre Coordinator. It provides high-quality service across multiple channels, including phone, email, front counter, mail, and online forms.

The role involves handling enquiries, resolving issues where possible, supporting customers with water and sewer network concerns, and ensuring all interactions meet relevant legislation and policies. It requires strong communication skills, system knowledge, and a commitment to delivering a professional and positive customer experience.

Key Responsibilities:
As our Customer Support Officer, you’ll be accountable for:

• Respond to customer enquiries across phone, email, in-person, online forms, and mail, providing clear, empathetic support on billing, water and wastewater services, faults, and general enquiries.
• Investigate and resolve customer issues by liaising with internal and external stakeholders, identifying hardship or support needs, and ensuring timely and accurate outcomes.
• Learn and apply knowledge of water and sewer systems, relevant legislation, and fault diagnostics to assess responsibility and determine appropriate action or escalation.
• Accurately process customer transactions and maintain records using various systems, update customer information, and monitor system reports and online requests.

About you:

• Substantial proven customer service experience demonstrating high level of customer service values and practices.
• Interpersonal skills – well developed skills, including written and oral communication that facilitates working with customers, stakeholders and teams, with the ability to create a shared understanding and commitment.
• Great time management skills and a can-do attitude with great investigative/analytical skills.
• Judgement and Decision making – complex problem solving to design long-term solutions.
• Teamwork/ Building Business Relationships - develop and utilise collaborative relationships to accomplish work goals.
• Knowledge of water industry and/or utility billing issues is also desirable.

Sound like you? We’d love to hear from you.

Learn more in the position description

Salary:
The salary and conditions for this position will be as per the Coliban Water Enterprise Agreement 2021 Band 2 $62,475 - $72,897 + Superannuation salary range will be offered to the successful candidate commensurate with their skills and experience.

This role is a Fulltime 3 year Fixed Term contract.

Enquiries:
For further information please contact Jessica Dore on 0427 980 661 or via email at Jessica.dore@coliban.com.au

To apply, please submit your resume and cover letter by COB 28 October 2025.

Why join us?

At Coliban Water our people are on a mission to create a better life for our customers and communities – now and tomorrow.

We love what we do and our location in the centre of a region that takes in 49 towns from Trentham to Echuca.

Our commitment to inclusion means you’ll feel at home here no matter who you are, who you love, or what you stand for. As part of the team you receive a monthly accrued day off, time off over Christmas, the flexibility to shape your work to suit your lifestyle, and generous parental, carer and workplace study leave policies.

At Coliban Water we balance a small team rhythm with the reach and resources of one of the largest Victorian regional urban water corporations.

What are you waiting for? We’d love you to join us.

Applicants will need to successfully complete all core training requirements in the expected timeframes and may be required to undertake a Police Check, Working with Children Check, Pre-Employment Medicals or Psychometric testing where applicable. Applicants may also be required to produce evidence of their Right to Work in Australia.

We welcome applications from individuals of all abilities. We are committed to creating an accessible and inclusive workplace for everyone, including people with disabilities and diverse abilities. If you need any support during the application process or would like to discuss interview adjustments, please contact Jessica Dore on 0427 980 661 or via email at Jessica.dore@coliban.com.au.

Please indicate any adjustments (administrative, environmental, or procedural) you may need to effectively participate in the recruitment process and/or carry out the requirements of the role you are applying for.

Please note that applicants may be contacted prior to the closing date of this advertisement.